Refund policy
Returns & Refunds
At Pawdé, we want you to love your purchase. If something isn’t quite right, we’re here to help.
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Returns
You have the right to return your order within 14 days of receiving it, in accordance with EU consumer protection regulations.
To be eligible for a return:
• The item must be unused, unworn, and in original condition
• The item must be returned in its original packaging
• Proof of purchase (order number or confirmation email) is required
Items that show signs of wear, damage caused by the customer, or are returned without original packaging may not be eligible for a refund.
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Non-Returnable Items
The following items are not eligible for return or refund, unless faulty:
• Items purchased on sale or with a discount code
• Personalised or custom-made items
• Gift cards
• Items damaged due to improper use or care
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How to Request a Return
To initiate a return, please contact us within 14 days of receiving your order at:
📧 pawde.pet@gmail.com
Please include:
• Your order number
• Reason for return
• Photos (if the item is faulty or damaged)
We will reply with return instructions.
⚠️ Please do not send items back without contacting us first.
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Return Shipping
• Customers are responsible for return shipping costs, unless the item is faulty or incorrect
• Original shipping costs are non-refundable
• We recommend using a tracked shipping service, as we are not responsible for lost return parcels
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Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
If approved:
• Refunds will be processed to the original payment method
• Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider
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Exchanges
We do not offer direct exchanges.
If you would like a different item, please return your original purchase and place a new order.
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Faulty or Damaged Items
If your item arrives damaged or defective, please contact us within 48 hours of delivery at:
📧 pawde.pet@gmail.com
Include photos of:
• The damaged item
• Packaging
• Shipping label
We will arrange a replacement or refund at no additional cost to you.
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Late or Missing Refunds
If you haven’t received your refund:
1. Check your bank account again
2. Contact your card provider or bank
3. If the issue persists, contact us at pawde.pet@gmail.com
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Contact Us
For any questions regarding returns or refunds, please contact:
📧 pawde.pet@gmail.com
🏢 SIA Pawdé
📍 Latvia